JENA'ULD BYNUM
Raleigh,NC
Summary
Productive and organized professional with 15 years of valuable experience as a business analyst and manager. Skilled in administrative support and program management. Strong skills in problem-solving, data analysis, customer support, root cause analysis, reporting, and more. Known as a clear communicator who effectively manages critical situations with poise.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Business Analyst
Cisco
04.2018 - 08.2023
- Conducted data analysis on business performance to identify patterns and trends with large datasets
- Developed and implemented standardized processes across the regions, increasing operational efficiency, identifying outliers, and reducing process-related errors by 100%
- Significantly improved offshore support teams' performance by implementing Agile/Scrum methodologies
- Designed, developed, and implemented user acceptance testing protocols in the final application development phase
- Built out the data reporting infrastructure from the ground up using Tableau, Power BI, SAP, and SQL to provide real-time insights into the product and service business KPIs
- Oversaw the planning, execution, and monitoring of projects and process improvement initiatives, ensuring on-time delivery and alignment with organizational objectives
- Engaged with IT and cross-functional teams to automate transactional processes, reducing headcount by 80%
- Managed complete cycle of partner accounts payable files, including receiving, processing, and verifying $250 million semi-annually and that partners were paid with 100% accuracy
- Provided technical support to large Cisco partners and implemented new curriculum training to resolve cases
- Developed and implemented a comprehensive Macros Excel dashboard resulting in a 30% reduction in reporting time and improved data accuracy.
Business Analyst Lead
Alliance Professional Consultants (at Cisco Systems)
02.2015 - 04.2018
- Worked on various Salesforce.com standard objects like Accounts, Contacts, Opportunities, Reports, and Dashboards to monitor business KPIs
- Led 20+ offshore team members, mentoring and developing, improving productivity, and implementing successful teamwork strategies
- Identified backlog case trends in customer support request cases and created reporting dashboards in SAP BI to get insight regarding case type, case status, and aging days to prevent further backlog and escalations, reducing the overall backlog by 30%
- Managed full cycle of partner accounts payable files, including receiving, processing, and verifying $250 million semi-annually and that partners were paid with 100% accuracy
- Assisted in launching new Cisco programs while serving as a panelist for new program launch calls and an administrator and UAT tester for new Cisco program tools and innovations
- Conducted data analysis on business performance to identify patterns and trends with large datasets for cadence reporting to stakeholders.
Medical Collector Supervisor
Absolute Collection Service
04.2010 - 02.2015
- Promoted from Medical Collector to manage a team of 16 employees in the collection department, decreasing absenteeism and turnover by 3% and increasing revenue by 25% from the prior year
- Monitor client placement and revenue activity to determine positive or negative trends
- Analyzed daily revenue reports to forecast if the business was on target to meet client revenue goals
- Increased revenue by negotiating settlements with clients on the patient's behalf to resolve delinquent accounts
- Processed returned checks and created a callback system to follow up and recoup payment
- Oversaw payment posting and ensured all discounts were applied to patients’ accounts
- Coached collectors to increase overall productivity and performance, reviewed time sheets, and trained new hires to provide a smooth transition on the call center floor
- I routed and monitored ACD calls to ensure customer engagement and 100% productivity.
Education
Bachelor of Arts - Business Administration
National University
La Jolla, CA11.2025
Skills
- Business Analyst
- Data Analysis
- Database Management
- Statistical Techniques
- ACD Call Routing
- Data Visualization
- SAP
- User Acceptance Testing
- Revenue Reporting
- Java
- Tableau
- Quality Assurance
- Process Improvement
- Program Launches
- Finance Reporting
- People Management
- Oracle
- Resolution Coaching
- Compliance
- Salesforce
- Microsoft Office Suite
- Excel
- VLOOKUP
- Pivot Tables
- Concatenate
- Macros
- Formulas
- Workflow Analysis
- Industry Trend Analysis
- Trend Monitoring
- Technical Support
- Project Management
- Team Collaboration
- Business Development
- CRM Systems
- Microsoft Excel Mastery
- ERP Software
- KPI Tracking
- SQL Proficiency
- Systems Analysis
- Tableau Expertise
- Stakeholder Management
- Oracle Business Intelligence
- Presentations and Decks
- Trend Data Analysis
- Gap analysis
- Data Mining
- SQL and Databases
- Pivot tables
Certification
- Cisco Partner Plus Program Expert
- Agile Way Cisco Certified
- Data Science Cisco
- Six Sigma Cisco Yellow Belt Certified
- HIPAA / FDCPA Compliance
- CBAP - Certified Business Analysis Professional
Additional Work History
- MEDICAL COLLECTOR, Absolute Collection Service
- CUSTOMER SERVICE SUPERVISOR, ACS Sprint Project
- DATA SPECIALIST, BBH Media
Target Role
Business Analyst
Programs
- Value Incentive Program
- Data Center
- Cloud
- Security
- Collaboration
- Deal Management
- Solutions
- Annuity Incentives
- Recurring Revenue
- CSPP
Hobbies
Reading
Playing Trumpet
Trail Running
Timeline
Business Analyst
Cisco
04.2018 - 08.2023
Business Analyst Lead
Alliance Professional Consultants (at Cisco Systems)
02.2015 - 04.2018
Medical Collector Supervisor
Absolute Collection Service
04.2010 - 02.2015
Bachelor of Arts - Business Administration
National University